Job Description

Conduct daily quality audits of Listing & Content moderation decisions made by BPO vendors to ensure compliance with platform policies, quality standards, and operational requirements.
Monitor moderation accuracy and identify quality gaps, policy misinterpretations, and process deviations, providing actionable feedback to drive continuous improvement.
Collaborate closely with Operations, Policy and other cross-functional teams to address moderation-related inquiries, escalate potential risks, and support timely issue resolution.
Participate in regular calibration sessions with BPO partners and internal stakeholders to ensure consistent policy understanding, alignment of moderation standards & training/coaching implementation.
Perform quantitative and qualitative analyses on quality performance, error trends, and moderation outcomes to identify root causes and recommend improvement initiatives.
Prepare regular quality reports and present insights to stakeholders, performance trends, and opportunities for process enhancement.
Contribute to process improvement projects, system enhancements, and quality initiatives aimed at improving moderation efficiency, accuracy, and user experience.
Stay up to date with policy updates, emerging content risks, and platform requirements to ensure audit standards remain accurate and effective.
Other tasks assigned by Line Manager.

Requirements

Bachelor's degree in Business Administration, Operations Management, Communications, or a related field.
Minimum 2 years of experience in Quality Assurance, Content Moderation, Trust & Safety, or Operations within a technology or e-commerce environment.
Strong proficiency in Microsoft Excel and reporting, with the ability to analyze data, identify trends, and provide actionable insights.
Excellent communication, stakeholder management, and interpersonal skills, with the ability to collaborate effectively across teams and functions.
Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
High attention to detail and commitment to maintaining accuracy, consistency, and quality standards.
Proactive, self-driven, and able to work independently with minimal supervis ion while demonstrating sound judgment and accountability.
Business-level English proficiency, both written and verbal, with the ability to communicate effectively in a global working environment.

Associate Listing & Content Quality Assurance - Operations, Shopee